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Peoplecert ITIL-4-BRM Exam Syllabus Topics:

Topic	Details
Topic 1	Business Relationship Management Roles and Responsibilities: This section of the exam measures the skills of a Service Relationship Manager and focuses on identifying and defining the core responsibilities, skills, and knowledge areas required for successful business relationship management. Candidates will be expected to understand how this role contributes to connecting service providers with consumers and aligning IT services with business outcomes.
Topic 2	Capability Assessment Using the ITIL Maturity Model: This section of the exam measures the skills of a Service Relationship Manager and involves assessing the current maturity of the organization’s relationship management capabilities. The focus is on applying the ITIL Maturity Model to identify gaps, guide improvements, and support long-term growth through structured capability development.
Topic 3	Relationship Models and Value Co-Creation: This section of the exam measures the skills of a Service Relationship Manager and covers how to develop and apply effective relationship models based on ITIL best practices. It focuses on fostering long-term collaboration between service providers and consumers to improve communication, transparency, and the overall customer experience in a structured and measurable way.
Topic 4	Performance Measurement and Success Factors: This section of the exam measures the skills of a Business Relationship Manager and focuses on identifying appropriate metrics and key success factors to evaluate relationship effectiveness. Candidates will learn how to use these indicators to continuously improve relationship management practices and align them with the organization’s strategic goals.
Topic 5	Strategic and Operational Stakeholder Engagement: This section of the exam measures the skills of a Business Relationship Manager and addresses how to ensure that stakeholders at every level understand and support the service strategy. It highlights the importance of engaging both strategic and operational stakeholders in co-creating value, aligning expectations, and working toward shared goals across the service value system.

Peoplecert ITIL 4 Specialist: Business Relationship Management Sample Questions (Q16-Q21):

NEW QUESTION # 16
What is the LOWEST level at which capability criteria related to practice automation is typically defined?

A. Level 5
B. Level 4
C. Level 1
D. Level 3

Answer: B

Explanation:
In maturity models, automation of practice activities is typically introduced at Capability Level 4, where processes are quantitatively managed and supported by automated tooling.

NEW QUESTION # 17
Which is an example of the 'explore' step of the service relationship journey?

A. Providing a service provider feedback about a desired new feature
B. Contacting a provider's service desk for assistance using a product
C. Checking a service provider's reviews online before contacting the organization
D. Downloading a trial version of a service provider's software offering

Answer: C

Explanation:
"Explore" involves researching potential service providers before engagement; checking reviews online exemplifies this initial discovery phase.

NEW QUESTION # 18
An organization is performing a stakeholder analysis.
Which is an example of a stakeholder that should be monitored?

A. A financial controller who has little interest in a project
B. End users who have no control over or interest in the software they use
C. A senior manager who has control of a project
D. A business relationship manager who wants to ensure that a service fulfils the customer's needs

Answer: B

Explanation:
End users with neither control (power) nor interest fit the "monitor" category in stakeholder analysis, requiring minimal effort to track their status.

NEW QUESTION # 19
An organization has set an objective that by the end of the year it will develop and communicate values and principles to be adopted by everyone within the organization relative to business relationship management (BRM).
What metric can BEST be used to assess whether this objective has been met?

A. Satisfaction of key stakeholders with the relationship
B. Adoption of a common approach to BRM
C. The service provider's image in the business
C Number and percentage of terminated contracts

Answer: B

Explanation:
Measuring the adoption of a common approach to BRM directly reflects whether the newly developed values and principles have been communicated and embraced across the organization by year's end.

NEW QUESTION # 20
Which activity is NOT likely to be performed by a partner or supplier in support of the business relationship management practice?

A. Advising the internal IT service provider on experience management techniques.
B. Providing tools to assist the business relationship management practice.
C. Being accountable for the business relationships and the BRM practice.
D. Performing and analyzing satisfaction surveys of business relationships.

Answer: C

Explanation:
Accountability for the organization's business relationships and the BRM practice remains an internal responsibility; partners and suppliers support but do not hold that accountability.

NEW QUESTION # 21
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